1. Purchases covered
The sections below, except the separate RuStore Pay section, describe the calculation, timing and procedure for refunding Sanvimo Pro purchases through YooKassa in a browser or Android. The separate RuStore Pay section applies to those purchases: Sanvimo support reviews requests and refunds are processed through RuStore. Telegram Stars has separate terms and a refund procedure. Mandatory consumer rights remain protected for every payment method.
There are no automatic charges or renewal. You can leave an unpaid order unpaid; it will not activate Pro. After confirmed payment, closing a page, signing out or uninstalling the app does not itself request a refund.
2. Refunding a RuStore Pay purchase
Contact Sanvimo support about a RuStore refund. Include RuStore Pay as the payment method, the date, amount and invoice or purchase number, if known. You may attach a receipt after hiding unnecessary details. If confirmation is unavailable, we will help find the purchase; passwords and bank codes are not needed.
Support checks the purchase and the grounds for the request. The refund is processed through RuStore; the available method and time to credit funds depend on the payment service and bank. Applicable law governs the seller’s mandatory deadlines. Instant or automatic partial in-app refunds are not promised.
Once a full refund is confirmed, Pro granted by that purchase ends. Other valid Pro entitlements remain. Uninstalling the app, signing out or installing the website APK does not itself cancel the payment or request a refund.
3. Withdrawal in the first seven days
You may withdraw from a digital product of proper quality and request a full refund within seven days, excluding the day of purchase. For a one-time Sanvimo Pro purchase, this right continues after access starts; used days and payment-provider fees are not deducted from this refund.
This period does not limit claims for missing access, service deficiencies or other statutory grounds. If paid access has not started, withdrawal entitles you to the full unused amount.
4. Withdrawal after access starts
After the first seven days, if you withdraw from further service, the unprovided part of the paid period is refunded. The calculation uses the amount actually paid for your package and the unused time, not the more expensive 30-day price.
Calculation: amount paid × remaining paid access time / total purchased duration. A partially elapsed day is not rounded up to a full used day; the refund is rounded to the nearest kopeck. Unprovided time is measured from the seller’s receipt of your request to end access, not from the support reply date.
For example, if 60 days of a 180-day package costing RUB 2,500 have actually been provided and no other ground for a full refund applies, the remaining 120 days are worth RUB 1,666.67.
There is no withdrawal penalty or automatic deduction of YooKassa fees. The same amount is not withheld both as a provided part of the service and as an expense. We will provide the calculation and its basis; statutory claims for deficiencies are considered separately.
After the full paid period has been properly provided, a refund solely because you did not use the service is not promised. This does not exclude claims for deficiencies or other statutory grounds.
5. Incorrect charges or access problems
Contact us if a duplicate charge occurs without a separate purchase, paid access is missing or the service has a deficiency. Depending on the grounds, remedies include a refund, fixing the deficiency, a price reduction and other statutory remedies.
If access is not provided within the stated time, you may withdraw and request a full refund for access that was not provided. Waiting for a technical investigation does not consume purchased time. You do not need to pay for the same order again.
A confirmed deficiency is not subject to an automatic “unused days only” rule: the remedy depends on the breach and applicable law.
6. How to request a refund
Email support@sanvimo.com. A plain-text request is enough, for example: “Please end access under order … and refund the payment.” Include the account email, order number if known, payment date and amount. Describe any technical issue. You do not have to explain personal reasons for withdrawing from a digital product of proper quality.
If you no longer have the receipt or order number, we will help find the purchase using other details. Their absence alone is not grounds for refusal. If ownership of an account or payment needs verification, we will ask only for necessary details.
Do not send a full card number, card security code, password or one-time codes. No advance “refund fee” is required. You can email us even if you cannot access your account.
7. YooKassa refund timing and method
We will acknowledge your request within one working day. Working days are Monday to Friday, excluding Russian public holidays. This is the acknowledgement time, not an extra period added to the refund timeframe.
We will make the refund due within seven calendar days of receiving the request. Asking for clarification does not automatically restart the period. Any other mandatory deadline applicable to a particular claim will be respected.
Refunds are processed through the payment provider to the original payment method. We will notify you of the result. When the money appears in the account also depends on the bank and payment method; this does not justify postponing the seller’s actions or limiting buyer rights.
If a standard refund to the original payment method is impossible, we will agree a lawful method with the buyer after verifying the payment. The required electronic receipt will be issued for the refund.
8. Refunds and possible conversion
Before foreign cards launch, we will publish the transaction currency and refund terms for that method. A refund must be linked to the original purchase; the buyer will receive its amount and currency.
If the bank converts a refund into the account currency, its rate and the credited equivalent may differ from the original charge. Sanvimo does not promise an unchanged rate or reimbursement of bank fees without an established basis. Mandatory consumer rights remain protected.
The kopeck calculation above applies to RUB. Rounding and conversion rules for another currency will be disclosed before it launches. A new rate cannot be imposed retrospectively on existing paid RUB orders.
9. What happens to Pro
A confirmed full refund ends the access granted by that purchase only. Other valid purchases and independent entitlements, including Stars, remain in place.
A partial refund as a price reduction does not itself shorten Pro. When further service is cancelled, termination of the remaining access is handled separately from the money refund; our response will state the amount and termination time.
A refund does not delete the account or food records. Once the last valid Pro entitlement ends, Free features and limits apply.
10. Your rights remain protected
Edition dated 29 October 2026, version COMMERCE-2026-10-29.1. This policy applies together with the Sanvimo Pro terms and does not limit rights under Russian law and the Union State Unified Consumer Protection Rules.
If support cannot resolve the issue, you may contact a competent authority or court as provided by law. The period for requesting a refund is not the bank’s crediting time. Contacting support does not impose exclusive jurisdiction at the seller’s location.